HMCTS Equalities and Inclusion Engagement GroupFace-to-Face Assisted Digital Update

September 2018

This pack provides an update on the work carried out to date through the

Face-to-Face Assisted Digital Pilot project, part of the HMCTS Reform

Programme, delivered jointly by Good Things Foundation and HMCTS.

The pack sets out:

● What has been done so far

● The Theory of Change and Service Model developed at the

outset, providing a baseline for subsequent user research

● What we have learned so far through user research and

discussion with community partners (Online Centres)

● The revised Theory of Change and Service Model(s) that have

been developed informed by this learning

● The Evaluation Questions and Methodology that will be used to

test these with HMCTS customers and Online Centres during the

remainder of the Pilot

It would be helpful to have thoughts and comments from

members of the Group to inform this work.

Summary

What have we done so far?

Contract begins

CMC goes live

Divorce goes live

Probate PIP and TfLgo live

This timeline outlines: (a) key activities carried out by Good Things Foundation; and (b) HMCTS milestones, during the Face-to-Face Assisted Digital Pilot project to date (September 2017 - July 2019)..

Recruit 10 Online

Centres

Project kick-of

with HMCTS

Develop a Phase 1

model to test

Deliver face to

face training

Design and record webinars for Personal Independence

Payments (PIP), Divorce, Probate & TfL fines

User research (divorce)

User research

(CMC)

Service testing

underway

User research (SSCS)

User research

with Online Centres

Develop CRM

(Capture IT)

Develop Online Centre

handbook

SEPT OCT NOV DEC JAN FEB MARCH APRIL MAY JUNE JULY

Review existing

knowledge

Where we started: customer journey mapping

Where we started: Phase 1 Theory of Change

I’m shown how to use the online application form and supported to complete it.

Complete application

I partially or fully completed the application form

I don’t have access, the digital skills or confidence to

complete the online application alone

I have a better experience of the Justice System: it is fairer, simpler and more

accessible

Change

I am more confident using online public services

Change

OutcomeUSER NEED ASSISTANCE OUTCOME IMPACT

This was the initial theory of face-to-face Assisted Digital and the change we wanted to make to HMCTS customers.

Where we started: Phase 1 service model

I come into Online Centre for a scheduled appointment (1 hour)

5

I contact HMCTS for help

1

HMCTS refer me to an Online Centre

3

Online Centre calls me to arrange f2f support and help me prepare

4

HMCTS guide me through my options

2

I have the opportunity to offer feedback on my experience

7

Online Centre explains to me what will happen next and who to contact

6

I may wish to access wider support at the Online Centre

8

- F2F eligibility criteria- Referral form and procedure- Excel tracker to monitor cases- Data sharing agreement- HMCTS call-centre training

- HMCTS service training (webinars)- Assisted Digital guidelines formulated - Assisted Digital training (face to face)- Assisted Digital handbook- Pre-appointment checklist- Direct lines to HMCTS call-centre for troubleshooting- CMS (Capture IT) to capture outcomes and issue invoice - Payment structure for Online Centres agreed- Customer feedback form

Call-centre support Online-centre support

This was the proposed service model for Phase 1 of the pilot. The model includes both the customer journey and the processes, tools and resources we set up to support Online Centres and call-centres in their delivery.

1. To be fair and socially inclusive, engaging customers who require Assisted Digital support is likely to require:

● Community-led channels - in addition to referrals from HMCTS call centres, as community partners (Online Centres) are experienced in community engagement.

● Flexible modes of delivery - pre-booked appointments for Assisted Digital support may not offer the flexibility that digitally and socially excluded people need in order to attend.

● An appropriate amount of time - helping digitally and socially excluded people with online forms is anticipated to take longer than the original baseline estimate of one hour.

2. Providing assistance is likely to require more than help with the digital form - for example, the need for advice (legal and non-legal), understanding how the specific HMCTS service works, emotional support, interpretation and assistance typing/writing.

3. For assistance to be successful, online services need to be designed with a strong understanding of the offline, real life experience of socially excluded people.

Learning so far

*Lloyds UK Consumer Index 2018

Phase 2 Theory of Change

I’m offered help in a way that works for me. I’m

supported emotionally to engage with HMCTS and the

issue I face.

Emotional support

I’m helped to understand the way HMCTS service works

and the options available to me.

Understand process

I’m supported to access the wider services I need to be

‘form-ready’ e.g. legal advice, family mediation.

Address wider needs

I’m shown how to use the online application form and supported to complete it.

Complete application

I feel emotionally ready and supported to engage with

HMCTS and the issue I face

I have partially or fully completed the

application form

I understand what the HMCTS service is there for

and how to navigate it

I don’t know how court processes work and am confused about what I

need to do

I don’t have the ability, digital skills or confidence to

complete the online application alone

I feel scared, confused and alone. My circumstances make it difficult for me to access help e.g. childcare,

health, finance

I don’t know what my rights are or what I should say in the application form. I have

other connected issuesthat I don’t knowhow to deal with.

I have a better experience of the Justice System: it is fairer, simpler and more

accessible

Change

I am more confident using online public services

Change

I understand my rights and what I should say so I am

‘form-ready’.

OutcomeUSER NEED ASSISTANCE OUTCOME

IMPACT

Drawing on Phase 1 insight, this is our refined theory of face-to-face Assisted Digital and the change we want to make to HMCTS customers.

Model 1: How we deliver face-to-face Assisted Digital

I come into the Online Centre for a scheduled appointment

6

I contact HMCTS for help

2

HMCTS refer me to an Online Centre

4

Online Centre calls me to arrange f2f support and help me prepare

5

HMCTS guide me through my options

3

I know where to ask for help

1

The Online Centre offers another appointment if I need one

7

I have the opportunity to offer feedback on my experience

9

Online Centre explains to me what will happen next and who to contact

8

I may wish to access wider support at the Online Centre

10

I come into the Online Centre for a drop-in appointment

OR

The Online Centre comes to me for an appointment

OR

This model outlines how we will offer assistance to customers referred through HMCTS.

Model 2: How we deliver face-to-face Assisted Digital

I come into the Online Centre for a scheduled appointment

5

I approach the Online Centre for help

2

Online Centre speaks to me to arrange f2f support and help me prepare

4

Online Centre guides me through my options

3

I come into the Online Centre for a drop-in appointment

OR

I know where to ask for help

1

The Online Centre comes to me for an appointment

OR

The Online Centre offers another appointment if I need one

6

I have the opportunity to offer feedback on my experience

8

Online Centre explain to me what will happen next and who to contact

7

I may wish to access wider support at the Online Centre

9

I’m referred to the Online Centre by someone else

OR

Online Centre refers me to CTSC for telephone support

OR

This model visualises how we offer assistance to customers who self-present or are referred from an Online Centre’s wider network.

Evaluation questions

For each HMCTS service:

● How many people need Assisted Digital?● What are the biggest barriers faced by customers?● How long does assistance take?● How intensive does assistance need to be?● Who is assistance most effective for? When and how is

assistance most effective? Where in the user journey is face-to-face support needed?

● How does Assisted Digital affect channel shift?● How can Assisted Digital be cost effective?

The long term impact of Assisted Digital:

● For the individual:

Does it improve access to or experience of Justice?

Does it improve digital skills and confidence engaging with

wider public services?

● For HMCTS:

Does it support people who could otherwise be excluded?

Does it lead to channel shift?

Does it have a long-term cost benefit?

MethodologyQuantitative data: number of customers supported, type of assistance, length of appointments, outcomesSurvey: customer satisfaction/feedbackQualitative: observation (where appropriate and with consent) interviews with Online Centres, interviews with service users (some longitudinal)Final report: September 2019